Customer Relationship Manager

Customer Care, Karlsruhe, Germany

LogMeIn simplifies how people connect with each other and the world around them to drive meaningful interactions, deepen relationships, and create better outcomes for individuals and businesses. One of the world’s top 10 public SaaS companies, and a market leader in communication & conferencing, identity & access, and customer engagement & support solutions, LogMeIn is at the cutting edge of the rapidly expanding world of Cloud Computing (SaaS) with millions of customers spanning virtually every country across the globe. LogMeIn is headquartered in Boston with additional locations across North America, Europe, Middle East, Asia and Australia.
You will be working in a beautiful, modern, and collaborative environment in our brand new office in the Kreativpark area "Alter Schlachthof" of Karlsruhe, Germany. Adjustable sit/stand desks, bean-bag chairs, and whiteboard tables will enable you to be productive in comfort while working with a team or individually. Amenities such as foosball, gaming systems, shuffleboard, and darts give us lots of opportunities to have fun together. Moreover, there’s plenty of free coffee, soft drinks, and snacks that you can enjoy in our kitchen or on the gorgeous rooftop terrace.
The Customer Relationship Manager will work as the main contact for an assigned group of Clients in EMEA to drive the deployment, adoption, and retention of LogMeIn products. You will work closely with the accounts to thoroughly understand each client’s utilization of the purchased service, business infrastructure, and business model to ensure account growth, retention, expand our network and built relationships. Your ability to clearly articulate our value proposition, build relationships and drive client adoption, expansion & success will be the key to our mutual success. If you are technically savvy, love wowing clients and will go above-and-beyond to serve our clients, this role is for you!
  • Develops client relationships and manages assigned accounts to result in continued revenue generation and high levels of client satisfaction; drives more extensive integration into relevant client business applications
  • Identifies incremental opportunities with other business units within the client environment and passes information to sales executive
  • Oversees ongoing management and retention (includes reporting and analysis on utilization, risk evaluation, and other relevant information)
  • Lead both internal and external monthly and quarterly business reviews with Majors clients, including presentation and analysis of more complex client data acquired through more in-depth data collection from client and utilization reports
  • Builds a strong relationship with sales executive to jointly represent LogMeIn as part of a Client Care team that supports and manages each Majors client; drives proactive and consistent communication with sales team and client
  • Gathers product feedback and client needs and recommends improvements to the Product Management and Majors Client Care team to ensure client needs are heard throughout the LogMeIn organization
  • Implements best practices based on market trend information provided by management
  • Projects management of more complex implementations and other projects related to account growth and retention
  • Consistently executes on Majors Client Care Account Process; utilizes and offers ideas to expand existing process and documentation
  • Looks for innovative and creative approaches to customize content for Majors clients
  • Develops Tactical Account Plans based on Account Overviews for each client to drive daily activities and projects
  • Influences at all organizational levels and develops credibility with Sr. Management (internal and client); facilitates executive relationships between the LogMeIn SaaS Division and the client through introductions and coordination of conference calls and on-site visits
  • Several years of proven track record of measurable success in strategic client account management and development within the service or software industry, specifically working with larger clients
  • Very good written and spoken language skills in English and German or French
  • Strong project management and organizational skills; ability to define a complex implementation or customization plan with very minimal guidance
  • Strong analytical skills and ability to translate analysis of complex data into meaningful information; ability to modify content appropriately to match client needs
  • Experience creating and delivering presentations to key clientele; excellent presentation and communication skills
  • Ability to adapt and work efficiently in a rapidly changing environment; willingness to be an active participant in a team environment and ability to manage multiple simultaneous projects
  • Excellent client relationship skills; ability to grow and retain accounts, build relationships and quickly spot and communicate potential risks and issues; ability to identify organizational structure and confidence to target and build new relationships
  • Excellent communication skills; proven ability to describe business concepts and benefits throughout a multi-tiered organization; proficiency in creating and delivering effective presentations to internal and external clients
  • Self-motivated with a strong desire to succeed and grow as we grow
  • Must possess proven track record of consistently and successfully attaining goals
  • Proficiency using Microsoft Office (Word, Excel, Outlook), preferred
Be Accountable - even when no-one is looking
Thrive Together - greatness comes from unlocking each other’s potential
Advance Confidently - we find opportunity and act on it
Collaborate Openly - our whole is greater than the sum of our parts
Engage Fearlessly - we speak up and listen